Akibia and Incentive Systems announced the joint rollout of a sales and service eCRM solution.

Akibia's internet-enabled CRM solution is being used by Incentive's worldwide sales force, integrating the sales, service and marketing functions into one customer database. Akibia is providing the hosting services.

"As an Internet company, our business is growing exponentially around the world. Akibia and Siebel gave us the ability to standardize our operations with a CRM eBusiness program that meets all of our business needs and provides us with a completely unified view of the customer," said John Desmond, VP of Worldwide Sales at Incentive Systems.

The two companies divided the 16-week project into three phases. During the first six-week phase, Akibia consolidated all of the existing customer management systems into one central customer database. During the second period, they configured Incentive's customer service processes into the same customer database. The final stage of implementation involved Akibia's integration of the eCRM solution with Incentive Systems' Web site. This let Incentive Systems automatically forward all prospect information requests and technical support questions to the appropriate resources within the organization.

Following the initial implementation, Akibia began providing Incentive Systems with its hosting services for ongoing support of their eCRM solution. Akibia is acting as an on-site ASP, managing the application within Incentive's data center. They are also providing end-user support, application administration and education.